The player from Greece had requested a withdrawal of €19,000 eight days ago but had not received any payment. He expressed concerns about the casino being a scam and feared losing his winnings. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. It was explained that withdrawal delays could occur due to KYC verification or high withdrawal volumes and that players were advised to wait at least 14 days before filing complaints. The player was informed that the complaint could be reopened if he resumed communication.
MonsterWin Casino - Player is facing delayed withdrawal of his winnings.
Closed
Our verdict
Player stopped responding
Amount: €500
MonsterWin Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 months ago
As you see from other player reviews this casino must be a completely scam !!I have won 19.000e and my first withdraw was before 7-8 days and the haven’t payed yet!can anybody help me ??will I lose my money?
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
2 months ago
Dear alexelitisalex,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
